Purchased a Fisher and Paykel dishwasher which had an advertising promotion sitting on it, stating "Free delivery and installation of Fisher and Paykel appliances". During purchase we were informed that the offer did not apply to this model (only one other F and P model there, and it had no sign over it). Not impressed.
Opening Hours Are a Disappointment
We arrived to Masters store in Bassendean on a Sunday & store wasn't even open. It opens at 11am. Half a dozen cars came through car park & left once realizing doors are closed & of course went straight to Bunnings. You have to be competitive & available for early Sunday business as it's a DIY DAY!
Masters do not deliver
Shopping online with Masters proved to be a terrible experience. We needed a shed in a hurry so ordered online paying an extra $55.95 for delivery.
Parcel 1 of 2 turned up on time but with very clearly damaged boxing. Some minor damage to the metal but several parts missing and where was parcel number 2?? It took several days and many persistent phone calls to finally get our shed delivered intact and in good order.
What made this experience worse was being told "well that's what you get for buying online" and all involved blaming the other party instead of trying to help us. Not good business Masters! Lift your game!
Unacceptable language and phenomenally shocking attitude
After waiting an admittedly short time at the trade desk at the Rutherford branch without any team members in sight my husband and I along with our 3 year old son pressed the customer service button, once. To then shortly be met by a [name removed] whose words to us were "For F sakes!" Then completely ignored us and attended to her computer before finally turning to us with hands held out, eyes rolling to say "Well what?" Customer service indeed. I see on our invoice that she has used another team members account to log in, another matter that ...would need looking at I imagine. I then reported to the manager on at the time of her unacceptable behaviour. He gave us his assurances that this matter would be dealt with. My husband and I are appalled that Masters would ever have somebody with this standard of customer service representing their brand.
Masters of Nothing very much at all.
Incredibly badly managed concept. So many times i have asked for items such as pine exterior decking and gyprock top coat only to be told "we dont sell it" ...Yet after a search i found them. And the special order desk can take 40 minutes to pick up an item even if you are the only customer. Another huge issue for masters is that their sales are so bad that a lot of limited shelf life stock is now starting to go off like paints with rusty tins above the fill line inside. It's pot luck if you get a good one. I recommend picking over the specials as i got some fabulous led globes at a really good price as well as a microwave oven and shower tray. One day they may get it right , who knows.
Aggressive staff member who wasn't even the person who served us.
I am writing this because of a bad experience at the Mount Gambier store . My wife asked if the $12 ceiling paint could be tinted as she had white paint tinted before. The lady at the counter said yes (even though she was unsure at first).
We went off to get some other products in the store when several minutes later a woman came bounding into the lane loudly and quite rudely stating the $12 paint couldn't be tinted. To make matters worse we had no idea who she was as the person we dealt with couldn't be bothered doing it herself.
Click and collect waste of time
In the past two yearsI have used their click and collect system on three ocassions and sadly each time has been a poor experience. I have paid for an axe, garden edging, and just yesterday a Hills clothes rack through click and collect and each time received a call from them advising that they no longer have the items in stock. I did manage to pick up the garden edging when they rang back after having a better look. i just added 10 Hills extendable drying racks to my cart yet they tell me they are completely out of stock??? So I have to question either the accuracy of their online-store stock count or the competency of their staff in tracking down the goods. Either way its embarrassing so please get your act together Masters.
I called the hot line to source some pots for my kindergarten, the lady was very helpful and called multiple stores for me. She put some pots on hold for me at a store 45 mins from home. I drove there only to be told they had misplaced the box of 40 pots! After 45 minutes the box was still no where to be found. I was informed of this without any explanation. Not impressed!
I was desperate for mother's day gifts for my children so had to settle for plastic pots.
What a Joke!
Ordered shower screen measured, then had to go to store to actually pay the quote. Only to be told we also had to pay for delivery - why would you do that when clearly the installer was travelling to our house - would he not bring the screen with him? then get a call to return to store the next week to sign the installation contract - why was this not done when we paid. Clearly the staff have no idea, and when I receive a quote that includes installation I expect it would be an inclusive quote. Will never set foot in there again.
Poor selection of products
Second visit to Masters. First was on the Gold Coast, staff had not go a clue about basic screws and tried to sell us something totally incorrect just to make a sale. Then called at masters up on the darling downs. It felt really odd such a huge store and barely any customers. Went to look at tiles but the selection is sadly lacking. Bunnings have nothing to worry about in regards to Masters being competition. Last time we will bother going to masters. Oh and hate the fact it is all self serve, no staff to scan your goods.
Masters - Baldivis
All Bunnings are out of gutter hooks. Mere husband suggests Masters- I ring to enquire. The conversation was great and specific- aisle 8 3/4 way down and we have stock. 15 minutes later no stock and not down aisle 8. Asked an aisle worker and got a non plus "see um they are with the Christmas stuff or down the lights aisle."
Avoiding Trade Discounts
If you want a trade discount, Masters force you to get a trade card, and their credit card. Using their credit card is not enough, as I found out too late, you think you are getting the discount and you don't. It is probably illegal (third line forcing) to force you to take their card in the first place, and who needs yet another credit card ? But I wonder how many people are using their Masters card not realising they are not getting the discount because they failed to produce, or threw away their trade card. Why would anyone go to the trouble to get their credit card and not want the discount ? Dodgy, but probably makes them a lot of money . I use them for emergency supplies only now.
Are customers just a nuisance
Bought a piece of marine plywood that had to be cut down to replace top of coffee table. Got home and piece they cut had marks on it that I could not remove. So will have to go back to try and get another piece cut from leftovers. It seems they could not care less where they cut. I know I should have been more observant. I also had an incident with bad customer service there in another section. I will not go there again.
Click and clollect is a Joke!
I placed two orders online and opted for click and collect. I was thinking this way i could save a bit of time. Turns out i was wrong. I went to the Masters Chullora after receiving a text messages that both my orders are ready for pickup. When I should up it took 15 minutes for anyone to come and serve me.. once I gave them my order numbers they said sorry but this might take up to 10 minute which I was ok with. However it took them more tha 35 minutes to bring mt order. I could have picked up everything I needed myself and saved heaps of time.
What happened to customer service?
I entered the store about 8am on a Friday morning. There were three staff at the counter to my left chatting amongst themselves, I then passed another two who could have acknowledged me, but no just avoid eye contact completely. Then I get to the paint area looking for a clear coat for cement. The range was very limited to their own brand no others. I know that the idea of 'a point of difference' is what retailers are looking for today. Really? Do you honestly think that a lack of range is what I'm looking for? I just wanted Berger jet dry or s...omething similar. I decided to leave walked passed another two people at the service area, obviously empty handed, still nothing no eye contact, greeting. The 10% discount you offer from Woolworths shopping means nothing if you don't have the range to match. Disappointing result for range, service, and a new business.
after buying a curtain track i set about installing it only to find that i had 2 left side brackets and no right side bracket the center support bracket was missing screws so a 25 min drive back to the store to replace it whilst there i bought some wall anchors( for another job ) they were ment to be $4 but got charged $7.90 another 10 min delay to get the right price confirmed finally a hour and a half later i could install the railing this store has a long way to go before it is half as good as bunnings
expensive wrong pricing
Free delivery is not free
I purchased a large fridge with the recent Masters discount pricing and free delivery promotion. As soon as they arrived with my fridge, the delivery men asked me if Masters had explained the difference between "standard" and "premium" delivery service. This was new to me. The "standard" option is to bring the fridge into your property, but leave it in all it's packaging. The "premium" service costs an additional $75, and for that they will unpack the fridge, and I could pay on the spot. They told me that the only way to remove the bottom p...ackaging is to use a porters trolley to tilt and lift the fridge. Customers who hadn't paid have had to call them back to do this. I did not pay. I was then asked to sign for the receipt of the fridge "in good condition", sight unseen. I do have a trolley, and managed to unpack the fridge properly, but it took 2 strong men to do this. I have never experienced such a poor delivery service. This may be a reason that Masters continues to lose money. Once bitten, twice shy. The advertised promotional price of the fridge was the best in town. The deceptive delivery "service" left a bad taste.
Questions & Answers
Does anyone know what brand toilets Masters sold. I have a hairline crack in my cistern and am wanting to buy a replacement. Thanks Gail
Has anybody tried to assemble one of the kitchens ? The detail on the drawings is terrible . trying to assemble rawer & have no idea how to do it. No video tutorial available & scared I will damage the drawer trying to prise out a fitting to attach to front board . I will never buy the Profile range again
how do you get onto the big boss at their h/q? It is hard to contact anyone
Sorry didn't....spoke to telephone receptionist and asked for directions to complain...explained my problem....she then spoke with manager and arranged for replacement blade from stock on floor.... extremely bad product because of lack of parts ...I had been in touch on 2 previous occasions and told that they would ring back...which didn't happen...xtremly bad customer service
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